（Sr.) Service Engineer

Job description

The Position

Job Summary:

Be responsible for the Technical Service in the assigned area  

Main  Tasks & Responsibilities :

1.Carry out routine repair/maintenance instrument and solutions  work 

2.Independently complete the installation, maintenance and basic troubleshooting according to the technical manual

3.Improve the customers' satisfaction and royalty 

4.Collect and feedback customer requirements and product market intelligence , support continuous upgrade and optimization of  solutions

5.Comprehensive understanding of related service SOP and strictly implement them 

6.Proficiently use tools such as Rexis, Grips and improve the service skills by continuous learning 

7.Update the maintenance data timely and accurately according to the requirements of service SOP 

8.Coordinate with applications, customer service, and other personnel to accelerate repairing and problem shooting

9.Develop service handbooks and bulletins based on field investigations, engineering changes, and product knowledge  

10.Provide a communication link between the customer and the company to ensure effective service to customers, and handle customer’s complaint  

11.Develop and conduct training on safe operations of the equipment and demonstrate skills to trainees, including team members, customers and distributors  

12.Assist in the yearly budget exercise for Technical Service  

13.Assist the management of distributors   Management of spare parts

14.Ensure service activity in full compliance to SHE policy

Basic Requirements of the Job:

Education& Qualifications:

1.Minimum qualification required is diploma in Electronic, Computer Service，Electrical or Mechanical    

2.Good command of English in both spoken and written  

3.Good command of MS office software application  

Experience:

3 to 5 years related experience.  

Professional Capabilities/Skills: 

1.Service Expertise  

2.Planning & Organizing  

3.Customer Orientation & Relationship Management  

4.Internal Cooperation & Coordination

5.Product & Applications Expertise  

Who we are

At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we’ve become one of the world’s leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.

Roche is an Equal Opportunity Employer.